Lost access to authenticator app. Now can't login to my account.

Question

I keep getting bounced around support and no one has been able to resolve my issue. I changed phone and wiped my old handset. I now can't login to my microsoft/office 365 account as I've lost access to the authenticator app.

I did have the option to enter the last 4 digits of my phone number and get a code which worked, however after entering the code I was asked for another code from the authenticator, which I can't access.

I am still logged into my outlook email account on a browser but concerned that once that logs out I will lose 11 years of emails.

I have a paid subscription to Office 365.

Any help would be gratefully appreciated.

Answer 1

Hello TomA,

Thanks for posting here in the forum. I understand how important to lose access especially especially with 11 years of emails at stake. Since you're still logged into Outlook on a browser, do not log out yes or clear cookies. That session might be your lifeline.

The next steps you can do is, first, to go to https://mysignins.microsoft.com/security-info while still logged in. If it loads, you might be able to add a new sign-in method like SMS or email and reconfigure MFA.

If that didn't work fill up the recovery form here https://account.live.com/acsr

Then the last option is contact Microsoft Support at https://support.microsoft.com/contactus and choose “Get Help”. You could also use their Virtual Agent to talk to someone.

I hope this helps.

Warm regards,

Rez